Secrets to Smooth Renewals and Driving Upsell Opportunities

CSM Practice - The Customer Success Podcast

"Streamlining renewals and driving upsell opportunities aren't just tactics; they're essential strategies for sustainable growth in today's evolving customer success landscape."
Chris Dishman, Sr. Vice President of Global CS at Totango, shares the importance of proactive strategies in customer renewals, the benefits of empowering Customer Success Managers (CSMs), and the integration of upsell opportunities to boost revenue.
Click here to watch the interview on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Learn how empowering Customer Success Managers (CSMs) to handle renewals has led to faster, more efficient processes and improved customer satisfaction.
- Discover specific tactics for identifying and leveraging upsell opportunities, resulting in significant revenue growth.
- Gain insights into the post-merger integration of Totango and Catalyst, including the strategic benefits and enhanced customer success operations.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Chris Dishman is SVP of Global Customer Success of Totango + Catalyst, a customer growth platform that helps businesses protect and grow revenue from their customer base. He’s responsible for driving revenue growth by fostering an holistic GTM strategy with emphasis on building exceptional alignment between the pre- and post-sale activities, teams and functions.
🔗 You may connect with Chris via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Managing Renewals Early On In the Customer Journey

🎥 Watch: Increasing Upsell Revenue with Customer Intelligence Tools
⏬ Download: Upsell Strategies Global Market Trends
#CustomerSuccess #Renewals #UpsellStrategies #BusinessGrowth

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Chapter

1. Intro (00:00:00)

2. Need for Renewal Process Change (00:03:48)

3. Positive Impact on the Business (00:07:13)

4. RACI Matrix (00:08:39)

5. CSQO (00:15:25)

6. CSM Compensation Plans (00:20:57)

7. What To DO and NOT To Do (00:25:36)

8. Using Spiffs (00:28:35)